Customer Support Specialist

Job Description

Company: the EleFant

Location: Ahmedabad – Work from Office

Function: Customer Experience

Experience: 1–3 years preferred

the EleFant is an app-based toy & book membership platform for children. Parents get access to a wide range of curated toys and books, delivered to their doorstep, and can exchange them as their child grows or gets bored.

As we scale, customer experience is one of the most critical parts of our business. We are looking for Customer Service Executives who can communicate with empathy, solve problems quickly and take complete ownership until closure.

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• Handle customer queries across calls, WhatsApp, chat and support tickets
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• Support customers on memberships, orders, deliveries, pickups, exchanges, toy availability and app-related queries
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• Handle delivery delays and coordinate with Operations/Logistics for quick resolution
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• Manage complaints calmly and professionally, including escalated or unhappy customers
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• Follow up proactively instead of waiting for customers to call again
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• Ensure every query/ticket has a clear owner, next action and closure
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• Coordinate with Operations, Tech, Sales and other teams to resolve customer issues
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• Maintain accurate customer interactions and ticket statuses in the CRM/Freshdesk
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• Identify repeat complaints and highlight root causes to the Customer Service Manager
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• Support customers through renewals, refunds and other membership-related requests
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• Meet defined response-time, resolution-time and customer satisfaction SLAs
  
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• 1–3 years of experience in Customer Service / Customer Support / Call Centre / D2C / E-commerce preferred
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• Excellent Hindi and English communication
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• Comfortable speaking with customers over calls
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• Good written communication for WhatsApp/chat
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• Strong problem-solving and follow-up skills
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• Comfortable working with CRM/ticketing systems and basic Excel/Google Sheets
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• Ability to stay calm when dealing with an unhappy customer
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• High ownership — “I have forwarded it” is not considered resolution
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• Comfortable working in a fast-moving startup environment
  
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First Response Time

Resolution SLA

Maximum cases resolved within committed timelines

Pending Tickets

Customer Follow-ups

Identify and escalate critical cases proactively

Maintain strong CSAT/customer feedback

Ticket Hygiene

At the EleFant, Customer Service isn't about saying:

“I have forwarded your concern to the concerned team.”

It is about saying:

“I own your concern. Let me get this resolved for you.”

If you enjoy speaking with customers, solving problems and turning a difficult customer interaction into a positive experience, we would love to speak with you.